I am writing to express my deep frustration and disappointment regarding the handling of a recent return case on my account, which I feel was managed with negligence, inconsistency, and a complete disregard for your seller protection policies.
On the 3rd June 2025 a customer purchased a pair of Prada shoes from me, I acted promptly and professionally throughout the transaction. A few days after receiving the item, the buyer requested a return, which I accepted without dispute, and I even covered the return postage myself. Upon receiving the item back, I immediately noticed that the condition was not the same as when it was sent.
As a private seller, I was unable to issue a partial refund, so I contacted eBay Customer Service by phone. The agent I spoke with assured me that I would be sent a declaration form to complete, and that the case would remain open and under review. I was explicitly told that this would not impact my seller performance.
On 12th June, I received the email requesting ID verification. I promptly submitted a copy of my passport. However, on 16th June at 6:45am, eBay closed the case and issued a full refund to the buyer ; despite the fact that the item had been returned in a different condition and the case was still under review.
To make matters worse, customer left me a negative comment which affected my seller's performance and later that same day at 1:31 PM, I received another email requesting photographic evidence of the item. after the case had already been closed. I submitted all the necessary evidence, including before and after photos.
This clearly demonstrates a systemic breakdown for seller protection process. The contradictions in communication, the premature closure of the case, and the lack of any follow-up or resolution from ebay team has left me feeling completely unsupported.
I have since filed a complaint, but nothing has been done.
As a single mother simply trying to earn a living through honest online sales, this experience has been incredibly disheartening. I’ve been a seller on eBay for over 11 years, yet it seems that loyalty and integrity are not reciprocated by the platform.
Buyers are increasingly abusing the return system; using items and returning them , and sellers are left with no protection, no income, and no support.
Sadly, I have now decided to close my account. Sales have been declining, and I am constantly dealing with unfair returns and lost revenue.
